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Displaced Aggression

Have you ever been in a good mood and lost it when you came in contact with somebody in a bad mood?  With customer service jobs, this is a job hazard, which may not be addressed during job training.  Any job where you are the first person (and maybe the only person) with whom the public has contact in a business can be a virtual minefield.   An office administrator told me, she had a hard time keeping receptionists; because the people who worked in the office would expect the receptionist to deal with the persons who had appointments with them when they were running late or had to cancel an appointment at the last minute.  Sometimes these people would not even notify the receptionist that there was going to be a problem and people who showed up to see them found this out after they had arrived for the appointment.  You can guess what happened then.

I had a consulting job doing interviews for a government agency.  I was  not an employee of the agency.  I just saw the people whom they had scheduled for me to see and submitted a report to the agency.  Once I got close to being killed because of this.  The government agency’s contact with these people was often by phone and when they did see these people there were security guards present and security cameras on site.  This was not true when I saw the person and sometimes I was the only person with whom they had actual in person contact.  At the end of his interview with me, one guy told me he had planned to bring a gun to the interview, but somebody had talked him out of it.  This was after he had, during the interview, told about a situation where he had unsuccessfully stalked someone with a gun.

Nice Reception people at DICE in Stockholm

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